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DCF/DFES/BWF Partner Training Section 1
W-2 Case Management:
Maintaining Professional Objectivity, Composure and Boundaries
10/15/13
Goals and Objectives
10/15/13DCF/DFES/BWF Partner Training Section 2
Recognize and value the diversity of W-2 participants.
Demonstrate a professional attitude during difficult and challenging times.
Explain how participant perceptions affect case management relationships.
Identify communication styles and how they impact case management.
Establish professional boundaries in working relationships.
Apply resiliency skills to maintain professionalism.
10/15/13DCF/DFES/BWF Partner Training Section 3
“Professionalism is knowing how to do it, when to do it, and doing it.”
Frank Tyger, columnist, Editor and Cartoonist
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One creative manager went so far as to purchase a large golden coat hook. He proudly stood by the shiny new coat hook as his team walked into the office on Monday morning.
Later, during his morning staff meeting, as if on cue, one of his employees asked what the golden coat hook was for.
The manager explained that he placed it there as a reminder to himself and a symbol to the team.
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He said, “You see, when I come into the office each morning, I’m going to mentally place all my personal issues onto this coat hook.
I’m going to leave them right there securely on the coat hook knowing full well that every night before I go home, I will be able to walk over and pick up right where I left off with those issues.
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My goal is to ensure I never allow my personal issues to get in the way of my professional roles and responsibilities.”
He then went on to say, “And folks, let me be clear, this is my expectation for each one of you as well.”
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“As a team, we each must commit to this end because we owe it to one another to be at our best and we are each empowered to hold one another accountable for this expectation. So rest assured, when you come in each morning, leave your personal issues on the hook where they will be safe and secure. You have my word that they’ll remain right there for you to pick up each night before you leave.”
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With a smile and a nod, each team member understood the analogy and realized that his request was a perfectly legitimate expectation for the workplace.
•To teach team members the importance of keeping a professional distance between personal and workplace issues, we must elevate professionalism in the work environment.
•Everyone has experienced days where they have a difficult time of not allowing their personal issues work their way into their professional environment.
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As the professional, it is your job to understand, first and foremost, that this is a common issue that you will definitely need to address one way or the other. The key is to address the issue before it actually happens by setting clear expectations for your workplace.
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This is a true story. Some years ago, the following exchange was broadcast on the British Open University sociology TV program. An interviewer was talking to a female production-line worker in a biscuit factory. The dialogue went like this:
The Biscuit Factory
Interviewer: How long have you worked here?
Production Lady: Since I left school (probably about 15 years).
Interviewer: What do you do?
Production Lady: I take packets of biscuits off the conveyor belt and put them into cardboard boxes.
Interviewer: Have you always done the same job?
Production Lady: Yes.
Interviewer: Do you enjoy it?
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Production Lady: Oooh Yes, it's great, everyone is so nice and friendly, we have a good laugh.
Interviewer:(with a hint of disbelief): Really? Don't you find it a bit boring?
Production Lady: Oh no, sometimes they change the biscuits...
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● Don’t impose your own needs and ambitions onto other people who may not share them.
● Don’t assume that things that motivate you will motivate someone else.
● Recognize that sources of happiness may vary widely between people.
Lessons Learned
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Passive communication When the issue is minor When the problems caused by the conflict
are greater that the conflict itself When emotions are running high and it
makes sense to take a break in order to calm down and regain perspective
When your power is much lower than the other party’s
When the other’s position is impossible to change for all practical purposes
Communication Styles
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Aggressive communication When a decision has to be made quickly When there is an emergency; for example,
the house is on fire When you know you are right and that fact
is crucial When stimulating creativity by designing
competitions to increase productivity
Communication Styles
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Passive-Aggressive communication
Everyone displays some symptoms of this style
The best way to deal with a person who communicates this way is to employ the assertive communication style
Only when a person fails to recognize that the behavior is constant can it be a real problem
Communication Styles
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Assertive communication Both parties get what they want Most effective way of communication
Communication Styles
55– 66 Assertive
40-55 Moderately Assertive
25-40 Inconsistently Assertive
Under 25 Needs Practice
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Assertiveness QuizWhat Do the Results Mean?
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Communication Involves:●7% Actual Words●38% Vocal - speed, pitch, tone, volume●55% Visual - body language, eye contact
Active Listening is a technique that involves non-verbal and verbal communication. It requires the listener to understand, interpret and evaluate what s/he hears. Active Listening requires you to attend fully to the speaker.
Active Listening
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Physical Attending Adequate Time Meeting free of interruptions Organized desk/office space Appropriate seating arrangement
How to Listen
How to Listen
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Hearing the Message Pay attention to verbal and non-verbal Hear the feelings
How to Listen
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Responding Nod, express interest Speak with same energy level Restate their idea, or ask questions to
show you understand
Empathy vs Sympathy
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If we cannot develop a basic understanding of where W-2 customers are coming from we cannot move forward in helping them.
Counter Transference
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Objective counter transference – involves feelings in reaction to the actual personality and behavior of the participant, based on objective observations.
Personal counter transference – arises from specific experiences and/or identification with the participant by the worker. This may result in either positive or negative feelings toward the participant.
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●People who fail to set and maintain boundaries in their life and their work often find that it is much harder to meet their own needs.
●It does no good if one person in a relationship feels put upon, resentful or over-burdened. Setting boundaries prevents misunderstandings, hurt feelings, awkward situations, and grudges.
Boundary Summary
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to maintaining composure
1. Recognize- watch out for signs of burnout2. Reverse- undo the damage by managing your
stress and seeking support3. Resilience- build your resilience to stress by
taking care of your physical and emotional health
Excessive stress is like drowning in responsibilities; and burnout is like being all dried up.
“3 R” Approach
Summary
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Professional Action PlanWe have talked about the many things that
could have an impact on our ability to be objective, be composed and maintain boundaries.
Let’s take a few minutes to think about what we have learned and how we will use the information in working with W-2 participants.